1. GENERAL
1.1. At Belco Chocolates, we are committed to providing high-quality chocolates, desserts, confectionery, and gift products. Due to the perishable and consumable nature of many of our products, we generally do not offer returns or exchanges under normal conditions.
1.2. "Normal conditions" refer to situations where the product is delivered as described, without verified damage, quality issues, or order errors, and meets the quality standards set by Belco Chocolates. Products that have been opened, consumed, improperly stored, or handled after delivery are generally not eligible for return or exchange.
2. DEFECTIVE PRODUCTS
2.1. At Belco Chocolates, we prioritize quality assurance and food safety so that customers receive products in appropriate condition. Our quality checks include inspection during preparation, packing, and dispatch, with attention to product integrity, packaging, and presentation. We use appropriate ingredients, packaging, and handling practices for our products. Customers should follow any storage and handling instructions provided with the product, particularly for temperature-sensitive chocolate and dessert items.
2.2. Notification of Defect: If you receive a damaged, incorrect, or quality-affected product, kindly notify us within 48 hours of receiving the item. Contact our Customer Service team through +92 301 1136709 or info@belcochocolates.com, and provide the following information to support your claim:
- Order number or reference
- Description of the defect
- Clear photos or videos showing the defect
- Any other relevant details or documentation related to the defect
2.3. Return Process: Because many food products are perishable, do not return any product unless our Customer Service team specifically instructs you to do so. Where a return is required, we will provide the applicable instructions.
- Notify us of any damage, incorrect item, or quality issue within 48 hours of receiving the order, providing order details and clear evidence of the issue.
- Keep the product and original packaging available until our team has reviewed the claim. Do not consume or dispose of the affected item if we request it for inspection.
- After review, we'll determine the appropriate resolution, which may include replacement, store credit, or refund where eligible.
2.4. Thorough Investigation: We will review the information and evidence provided, including photographs or videos, order records, delivery information, and any other relevant details, to determine an appropriate resolution.
2.5. Refund or Replacement: Based on our findings and in adherence to our policy, we will proceed with either a refund or a replacement. Refunds are issued only in exceptional cases, at the discretion of the brand. Generally, we do not accept exchanges or refunds. Exceptions are made only in cases of verified defects, as determined by the brand.
2.6. Discretion of the Brand: The brand reserves the right to make final decisions on refunds and replacements based on the outcome of the investigation.
2.7. Refund Processing Time: Approved refunds are generally processed within 7–14 working days. The exact time for the amount to reflect may vary depending on the payment method, bank, or payment provider involved, and the circumstances of the order.
3. CANCELLATION POLICY
3.1. Eligibility: Customers should request cancellation as soon as possible after placing an order. Cancellation requests are subject to approval and may not be possible once preparation, customization, packing, or dispatch has started.
3.2. Timeframe: To maximize the chance of cancellation, contact our Customer Service team immediately after placing the order. Once an order is being prepared, cancellation may not be possible. To cancel an order, please contact our Customer Service team immediately with your order number.
3.3. Refund Process: If a cancellation is approved, any eligible refund will be processed in line with the timeline set out in Section 2.7.
3.4. Exceptions: The following items are exempt from cancellation and refund:
- Products already prepared, dispatched, delivered, opened, consumed, or marked as non-returnable or non-refundable.
- Personalized, customized, or made-to-order products where preparation or production has started.
3.5. Procedure: To initiate a cancellation request, customers must contact our Customer Service team at +92 301 1136709 or info@belcochocolates.com. Please provide your order number and reason for cancellation when contacting us.
3.6. Communication: Upon cancellation of an order, customers will receive a single notification via email and/or SMS to their registered email address and phone number. This notification will confirm the receipt of their cancellation request as well as the status of the cancellation.
3.7. Liability: Customers are responsible for providing accurate order details and requesting cancellation promptly. Belco Chocolates will process approved cancellations and eligible refunds in accordance with this policy.
3.8. Changes or Updates: Any changes or updates to the cancellation policy will be communicated to customers via email and updated on our website. It is recommended to review the cancellation policy periodically for any revisions.
